Where do you ship to?
We can ship orders via Australia Post to almost any location across Australia and the world!
If our website gives you an error message and says it won't ship to your location, just shoot us an email to double check, as sometimes it's a technical error.
How long does shipping take?
This is purely dependent on the type of shipping you choose, your location, and Australia Post! If you choose Express Post you can expect shipping to take 1 - 2 business days, depending on your location. Standard postage generally takes anywhere between 2 - 6 days. If you are particularly remote or rural, it may take longer. If you are concerned about your order, please contact us.
International orders can take anywhere between a week and 6 weeks, depending on the shipping option chosen, and customs in your country. We find that often customs will hold up parcels due to long processing times, so it can be tricky to estimate how long it will take to get to you.
How do I get a postage or shipping quote?
Our website is integrated with Australia Post, so we offer real-time live postage quotes. Postage is based primarily on the total weight of the products you require. To get a quote, follow these simple steps:
- Add the items you wish to purchase to your shopping cart
- Click on 'View cart'
- Scroll to the bottom of your cart, and click the 'estimate shipping and tax' link.
- Enter in your postcode and state, then click on the 'estimate shipping and tax' button.
- Your postage options will display.
Note: You don't need to enter in any personal details to get a postage quote if you follow these steps.
Are your shipping quotes accurate?
Yes - in most cases they are, as we integrate directly with Australia Posts postage calculators. However if it does charge you too much shipping when we go to post your order, we will contact you and provide you with a refund. If postage is more expensive than quoted/charged, we cop the extra!
Do you provide refunds or exchanges if I choose the wrong size, or a product is not suitable?
Yes we do! Just contact us to arrange it. There are conditions though!
Firstly, products being returned MUST have all original packaging, labels and tags still attached, with the product undamaged, unmarked and in 'as new' condition (no horse hair please!).
Secondly, you must contact us first. Thirdly, you are responsible for return postage costs, and postage costs can not be refunded (unless there is an issue caused by us).
What happens if my product is faulty?
Contact us to arrange to return the product. We will advise the best process to follow and where to send it, depending on the supplier and the issue. Faulty products are rare, as generally we pick up on them before sending them out, however if you believe you have a faulty product, just let us know.
Faulty products are the responsibility of our suppliers, so products will be sent back to them with all associated feedback. We will provide a refund if requested, or arrange a replacement through our suppliers.
We always abide by all Consumer Protection regulations, and will always endeavor to keep our customers as happy as humanly possible!
I have another question! What is the best way to contact you?
The quickest and easiest way of contacting us is via email at info@onestophorse.com.au.